How To Make A Customer – David Beaumont

Make a customer??? What does that mean? If you take a look around, every product or service that you consume has been made. Someone or something had to assemble the item in order for you to use it, eat it, look at it, etc. So, how does this work with the customer?  Continue reading How To Make A Customer – David Beaumont

6 Ways Leaders Can Create A Culture Of Excellence – Tal Shnall

Excellence in product and customer service is the foundation of any successful business. In today’s competitive economic environment, many businesses try to differentiate themselves mostly on products. However, products have become a commodity. In the hotel industry for example, there are many hotels to choose from. Every hotel has rooms. Most hotels have inviting environments and design. Why would a customer choose one hotel over another? Especially, when there are a variety of brands and accommodations to choose from? Continue reading 6 Ways Leaders Can Create A Culture Of Excellence – Tal Shnall

Customer Service Story – A Split In The Sole

Good customer service stories deserve to be retold and shared. This story is about an experience a customer (Steve Grey) had when he had a problem with a Shoe he bought from Zappos. If you’ve heard about Zappos before now, you probably know they have a great reputation for customer service – which is well earned, as you will see in this story. Continue reading Customer Service Story – A Split In The Sole

10 Customer Service Secrets Every Consumer Should Know

A lot of people see interacting with customer service as a tricky experience that could end up being a waste of time. Many more dread having to call a contact center for support. This is because of prior negative experiences such customers have had with brands who do not care much about customer satisfaction. On the flip side, we all have experienced our share of amazing service that leaves you happy and impressed, even if it seems rare. Continue reading 10 Customer Service Secrets Every Consumer Should Know

4 Things Hospitals Should Learn About Customer Experience From The Hospitality Sector – Kamna Datt

What could possibly be common between hospital and hospitality? For starters, they are derivative of the same Latin word “hospes” which could mean guest, stranger or foreigner. Another commonality between the two industries is that both deal in “people experience”. Although the demeanor of experience in hospitality is more out of choice, in the case of hospitals, it stems from a need. Irrespective of the origin of that experience, to thrive in a business for profit, understanding the true value of a customer is paramount. Continue reading 4 Things Hospitals Should Learn About Customer Experience From The Hospitality Sector – Kamna Datt

6 Ways to Establish a Winning Customer Service Culture – Tal Shnall

A service culture is a true competitive asset. Not necessarily in the accounting definition, but a form of human potential. A toxic culture and negative customer experience can be a liability for any business. Leaders must be intentional about establishing a service culture. Often times when I speak with new clients, I encounter several slogans and good intentions to turn a company culture around. Continue reading 6 Ways to Establish a Winning Customer Service Culture – Tal Shnall

How To Deliver Great Service During The Holiday Season

Anyone who works in customer service knows the job gets a lot more hectic as the holidays approach. Big holidays like Christmas are usually accompanied by an increase in the numbers of customers who patronize a business. This is especially true for industries like Retail & Hospitality, but despite the surge in the number of customers, a business is expected to maintain a consistent and satisfactory level of service all year round.  Continue reading How To Deliver Great Service During The Holiday Season

Educating Your Customers: The Benefits & How To Achieve It

Educating customers is something businesses can benefit from, but most shy away from it due to false assumptions such as – the belief that a more educated customer will be less loyal or ‘know too much’. It’s time to let go of these assumptions and truly empower your customers with knowledge and insights that help them understand your products and how it can be of value to them. Continue reading Educating Your Customers: The Benefits & How To Achieve It

The Power of Speech Analytics in Improving Customer Experience (CX)

In the last two decades, the call center industry has dramatically evolved.  Gone are the days, when the call center infrastructure was equated to a sweatshop, a room full of agents dialing and receiving calls. Today, call centers are referred as contact centers and have transformed into engagement and customer experience (CX) hubs. Continue reading The Power of Speech Analytics in Improving Customer Experience (CX)

Setting Customer Expectations Is Important – 4 Tips For Doing It Right

Lots of businesses today do not put much thought into setting realistic customer expectations, they focus on aggressively hyping marketing their products to draw in prospects. While this strategy might work in the short term, the business will eventually be unable to meet the unrealistic expectations customers have, and this would lead to disappointment and conflict between customers and employees. Setting customer expectations early-on is a good way to build trust and retain customers in the long term. Continue reading Setting Customer Expectations Is Important – 4 Tips For Doing It Right